Customer Success Manager - CRM Suite

About the role

Veeva is a life sciences industry cloud company and one of the fastest-growing SaaS companies in history. Its CRM Customer Success Managers act as strategic consultants rather than traditional account managers, combining life sciences experience with technical aptitude. They work with internal product, support, sales, services and consulting teams to help strategic customers maximise their Veeva investments, using a data-driven, consultative approach.

Key responsibilities

• Engage proactively with customers and understand their initiatives, goals, success criteria, milestones and culture
• Align with Commercial and Medical stakeholders to strengthen the CRM management program
• Educate customers about CRM products, services and operating model
• Evaluate how customers manage their Veeva CRM investment and identify efficiency gains
• Demonstrate CRM capabilities, use cases, best practices and how to address known gaps
• Act as product team liaison to feed customer insights into the product roadmap
• Guide customers on best practices to optimise releases (governance and change management) and drive change within customer organisations

Required profile

• 7+ years of Veeva CRM, Vault CRM or other CRM consulting experience (delivery/implementation)
• Proven track record as a strategic, trusted advisor able to influence change
• Ability to interpret, articulate and present complex concepts to business and IT audiences
• Strong ability to analyse customer information such as product utilisation data and requirements
• Self-starter who owns the ongoing success of customer assignments
• Willingness to travel up to 15%
• Located in and legally authorised to work in the United States

Nice to have

• Life sciences industry expertise (biotechnology, pharmaceutical, medical device and diagnostics)
• Experience with Veeva Vault or CRM implementations in regulated industries (finance, energy, chemicals, food)
• CRM program management experience

What we offer

• Base pay of $75,000 - $115,000, with possible bonus and/or stock bonus
• Medical, dental, vision and basic life insurance
• Flexible PTO and company-paid holidays
• Retirement programs and a 1% charitable giving program
• Work anywhere option, with flexibility to work from home or in the office